{"id":1933102,"url":"https://alion.io/job/microsoft-director-operations-fast-track-mca-e","title":"Director, Operations Fast Track (MCA-E)","company":{"id":18,"name":"Microsoft","domain":"microsoft.com","url":"https://alion.io/company/microsoft","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eightfold","truth_index":{"grade":"B","score":79,"open_postings":279,"ghost_share":0,"stale_share":0.832,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Management","role_family":"Management","seniority":"head","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Redmond, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":130900,"max":277200,"currency":"USD","period":"year","gross":null,"usd_annual":277200},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Least Privilege","optional":false}],"status":"live","first_seen_at":"2026-09-29T05:02:02Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-23T00:36:04Z","board_verified":true,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":23},"description":"OverviewAre you energized by leading people through ambiguity, accelerating customer outcomes, and using AI to transform how work gets done? This Director Director, Operations Fast Track Microsoft Customer Agreement for Enterprise (MCA-E)leads the Americas MCA-E Acceleration team and is accountable for developing people, shaping the operating plan, and delivering consistent end-to-end customer and seller experiences across MCA-E Azure and Per-User transitions to enable MCA-E at scale.\nIn this role, you will lead and coach a team of Customer Experience Program Managers responsible for complex EA-to-MCA-E customer transitions. You will set clear objectives and outcomes, build team capability, manage performance and capacity, and create an inclusive environment where people can do their best work. You will partner across FastTrack, Customer Operations Managers, Operations Deal Managers, Business Planning, Finance, Engineering, field sellers, customers, and other Operations Service Center teams to remove adoption barriers and scale the MCA-E motion.\nYou will combine people leadership with business operations discipline. This includes establishing strategy and success measures, running business rhythms, using data and customer signals to improve performance, and scaling delivery through AI-enabled workflows, self-service, coaching, shadowing, and capability transfer.\nMicrosoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.\nResponsibilities\nPeople Manager Responsibilities\nModel, Coach, and Care: Deliver success through empowerment and accountability. Model Microsoft culture, values, and leadership principles; coach the team to define outcomes, work across boundaries, adapt, and learn; and care for individuals by understanding their capabilities and aspirations and investing in their growth.\n\nBuild and Develop the Team: Attract, recruit, retain, and develop a diverse team of Customer Experience Program Managers. Set clear expectations, provide timelycoaching and feedback, support career development, strengthen succession and coverage plans, and recognize impact.\n\nCreate Clarity and Accountability: Translate MCA-E priorities into team objectives, role clarity, capacity plans, and measurable commitments. Inspect progress, address performance or delivery gaps, and create an open and inclusive environment where individuals can do their best work.\n\nLead Capability Transfer and Coaching: Build MCA-E capability across the team and partner organizations through structured training, shadowing, office hours, reusable guidance, and hands-on coaching.\n\nBusiness Operations Planning\nSet MCA-E Program Strategy: Coach the team to identify and resolve root problems, gather requirements, assess resource needs, create plans and targets, and align a plan of record across FastTrack, field, customers, operations, Business Planning, Finance, and Engineering.\n\nDefine Success Measures: Lead the team to establishand track success criteria, OKRs, KPIs, and operational measures across quality, adoption, usage, impact, effectiveness, customer and seller feedback, transition outcomes, and team capability.\n\nDrive Stakeholder Alignment: Lead the team in communicating the value and business impact of MCA-E to senior stakeholders, partners, and customers. Coach team members to adapt their storytelling and communication to the audience and business need.\n\nRun Business Rhythms and Insights: Establishmonthly business reviews and recurring operating rhythms to identifywhat is working, what is not, and where action is required. Use scorecards, dashboards, pipeline, forecasts, case quality, customer signals, and performance data to create leadership visibility and drive improvement.Support Exec level ROB to compliment team level rhythms.\n\nBusiness Operations Execution\nLead MCA-E Acceleration Delivery: Provide leadership across the Americas team supporting the MCA-E customer lifecycle, including customer readiness, billing-account and billing-profile decisions, proposal and checkout readiness, subscription transition planning, escalation management, and post-transition follow-through where in scope.\n\nOwn Customer and Stakeholder Management: Ensure consistent customer relationship management across pre- and post-sale services and strong stakeholder management with field sellers, customers, partners, Customer Operations Managers, Operations Deal Managers, Business Planning, Finance, and Engineering.\n\nDrive Operational Excellence: Maintainhigh standardsfor compliant, accurate, and timelydelivery. Ensure clear ownership, disciplined pipeline and case management, accurateCOMET and CRM data, proactive risk management, and follow-through on corrective actions.\n\nScale Through AI, Automation, and Self-Service: Champion AI and continuous improvement asoperating disciplines. Sponsor trusted agent-enabled workflows, automation, knowledge, and self-service experiences that reduce manual work and allow the team to focus on complex customer outcomes.\n\nShape the MCA Acceleration Engagement Model: Improve intake, routing, service boundaries, handoffs, escalation paths, governance, and feedback loops across FastTrack, Customer Operations Managers, Operations Deal Managers, and specialist teams. Create a connected experience with clear accountability.\n\nRepresent the Customer and Field Voice: Use People, Process, Policy, and Platform signals to identifyrecurring adoption blockers, frame business impact, influence prioritization, and drive durable improvements rather than one-off workarounds.\n\nProtect Trust, Security, and Compliance: Embed responsible AI, privacy, least-privilege access, security, and compliance requirements into team execution. Model integrity, create a strong speak-up culture, identifyrisks early, and drive mitigation and remediation to completion.\n\nQualifications\nRequired / Minimum Qualifications\nBachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experiencein engineering, business, product or technical program management, data analysis, or product development OR equivalent experience.\n\nPeople management experience of 6+ years across people, programs, projects, processes, vendors, or change, including experience setting objectives, coaching others, and delivering outcomes through a teamincluding attracting and retaining talent, coaching for performance and growth, and leading teams through change.\n\nPreferred Qualifications\nMaster's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 10+ years experiencein engineering, business, product or technical program management, data analysis, or product development;\n\nTechnical, business, financial, or marketing experience that supports pipeline management, supportservices, process improvement, and business analytics.\n\nExperience working in a customer service environment and in a large, matrixed, multinational company.\n\nDeep knowledge of MCA-E, enterprise Azure commerce, MACC, billing-account structures, proposal and checkout processes, and Azure or Per-User transition scenarios.\n\nExperience designing operating models, executive rhythms of business, pipeline and portfolio governance, and scalable customer-engagementmechanisms.\n\nExperience with enterprise commerce, contracting, licensing, order management, billing, cloud adoption, customer service, or customer transition programs.\n\nExperience applying AI, automation, self-service, and continuous-improvement methods to reduce manual work and improve customer, seller, or operational outcomes.\n\nExperience leading complex cross-functional programs across customer-facing, sales, operations, finance, engineering, and business-planning teams.\n\nExperience using data, performance measures, and customer or seller signals to influence priorities, manage risk, and improve business outcomes.\n\nBusiness Program Management M6 - The typical base pay range for this role across the U.S. is USD $130,900 - $277,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 - $303,600 per year.\nCertain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:\nhttps://careers.microsoft.com/us/en/us-corporate-pay\nThis position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.\nMicrosoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. 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